Customer Support Specialist – SaaS Platform Operations, Technical Configuration & Client Success (6-Month Remote Contract with Potential for Permanent Conversion)
About arenaflex
At arenaflex, we believe that access to opportunity should never be limited by circumstance, geography, or background. Our mission is to empower individuals and institutions alike by delivering best-in-class SaaS solutions that transform how career services are accessed, delivered, and experienced. Built on the foundation of innovation, equity, and measurable impact, arenaflex serves a diverse portfolio of clients ranging from globally recognized research universities and Ivy League institutions to community colleges and workforce development organizations.
Our All-In-One Virtual Career Center platform is trusted by some of the most respected names in higher education, including institutions comparable to UCLA, MIT, and Baton Rouge Community College. These partnerships underscore our commitment to radically improving the utilization of career services, elevating career readiness, and producing tangible, life-changing outcomes for students and professionals at every stage of their journey.
Headquartered in Cambridge, Massachusetts, arenaflex operates as a fully remote organization by design. We believe that talent is borderless, and we encourage every team member to work from their ideal environment—whether that is a home office, a co-working space, or a quiet corner of the world that fuels their creativity. Our culture is intentionally mission-driven, fun, and deeply collaborative, with a people-first philosophy that informs every decision we make. We are proud to be backed by leading technology and education-focused investors, and we are scaling rapidly as demand for our platform continues to grow.
The Opportunity
We are actively seeking a dedicated, detail-oriented, and highly communicative Customer Support Specialist (Contractor) to join our growing Support Team. This is a 6-month contract position with significant potential for extension or full-time conversion based on performance, business needs, and demonstrated impact.
As a Customer Support Specialist at arenaflex, you will be on the front lines of our customer experience, playing a crucial role in ensuring that every interaction with our platform is seamless, positive, and confidence-building. You will work closely with our Support Team, Account Owners, and cross-functional product and engineering partners to address user inquiries, troubleshoot issues, configure platform settings, and contribute directly to the ongoing improvement of our product and our support processes.
If you thrive in a fast-paced SaaS environment, love solving puzzles, enjoy helping people, and want to be part of a mission-driven team that is reshaping the future of career services, we would love to hear from you.
Key Responsibilities
- Email-Based Customer Support: Provide timely, professional, and empathetic email support to arenaflex customers through our internal ticket queue, ensuring every interaction reflects the high standards of our brand.
- Platform Configuration & Integration Setup: Resolve general customer questions and complete platform configuration tasks on behalf of clients, including setting up integrations that connect our platform seamlessly to their existing systems.
- Issue Troubleshooting & Escalation: Investigate, troubleshoot, and resolve user issues efficiently. Escalate complex or cross-functional issues to the appropriate functional teams or account owners with clear documentation and context.
- Admin Console Management: Configure fields and settings within the admin console of our SaaS product, including managing DNS records, troubleshooting single sign-on (SSO) issues, and handling .csv imports with accuracy and precision.
- Service Level Excellence: Maintain consistently high standards for response times, resolution times, and the overall quality of the client support experience. Take ownership of your ticket queue and proactively manage your workload.
- Cross-Team Collaboration: Partner with the broader Support Team to identify recurring trends, share actionable insights, and contribute to continuous improvement initiatives that elevate the user experience.
- Documentation Review & Contribution: Review existing internal and client-facing documentation, flag gaps, and recommend opportunities for the creation of new materials that improve self-service and reduce ticket volume.
- Daily Ticket Volume: Manage an expected volume of approximately 30 to 40 tickets per day while maintaining accuracy, empathy, and a customer-first mindset.
Essential Qualifications & Required Skills
- Direction-Following Excellence: Demonstrated ability to follow directions accurately and efficiently, with a strong sense of accountability for the quality of your work.
- Communication Mastery: Excellent verbal and written communication skills, with the ability to convey technical information in a clear, friendly, and accessible manner.
- Independent & Team-Oriented Work Style: Proven ability to work independently with self-direction, while also thriving as a collaborative member of a distributed team.
- Curiosity & Coachability: A genuine willingness to learn, ask thoughtful questions, and grow within a fast-evolving SaaS environment.
- Help Desk Expertise: Strong help desk skills with a sharp focus on diagnosing and resolving user issues promptly and thoroughly.
- Detail Orientation: High attention to detail with the ability to "read between the lines" of customer requests to identify the true underlying need.
- Hands-On Problem Solving: A willingness to "roll up your sleeves" and troubleshoot technical issues quickly, efficiently, and with confidence.
- SaaS Admin Console Experience: Hands-on experience configuring fields and settings within an admin console of a SaaS product.
- Technical Configuration Skills: Working knowledge of DNS, SSO configurations, .csv imports, and spreadsheet manipulation.
- Schedule Reliability: Ability to provide a regular, consistent schedule Monday through Friday to ensure stable coverage in our support queue.
Preferred & Bonus Skills
- Support Platform Familiarity: Prior experience with HubSpot Service Queue or comparable customer support platforms is a strong plus.
- WordPress Knowledge: Familiarity with WordPress or previous experience using the arenaflex platform is highly valued.
- Enterprise SaaS Background: Previous experience supporting customers within an Enterprise SaaS environment, particularly in education technology or career services, will set you apart.
Compensation & Contract Details
This is a 6-month contract position with a competitive hourly rate of $30 to $40 per hour, commensurate with experience and skill set. High-performing contractors may be considered for contract extension or conversion to a permanent role based on performance reviews, business needs, and team fit.
Benefits of Joining arenaflex
At arenaflex, we care deeply about our people. We know that a properly incentivized and highly motivated team is the foundation of our success, and we are committed to ensuring that the employee experience reflects that belief. Our benefits and culture include:
- Competitive Compensation: Hourly rates benchmarked against industry standards, with performance-based opportunities for growth.
- Equity Participation: Eligibility for participation in our generous employee equity stock option program, allowing you to share in the long-term success of the company.
- Comprehensive Benefits Package: A wide range of employee benefits designed to support your health, well-being, and financial future (details provided upon offer).
- Fully Remote Work Environment: Work from anywhere in the U.S. that inspires you, with the flexibility to design your ideal workspace.
- Mission-Driven Culture: Join a team that genuinely cares about creating social impact and expanding access to opportunity.
- Professional Development: Continuous learning opportunities, mentorship, and exposure to a wide variety of cross-functional projects.
- Collaborative Team: A fun, supportive, and intellectually curious team that values diversity, inclusion, and the unique perspectives each member brings.
Our Commitment to Equal Opportunity
arenaflex is proud to be an equal opportunity employer and is deeply committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, or any other legally protected status under federal, state, or local anti-discrimination laws.
We participate in E-Verify and provide reasonable accommodations to individuals with disabilities throughout the application and interview process. If you require additional assistance, please reach out to our People Operations team.
Ready to Make an Impact?
If you are a resourceful, customer-obsessed problem solver who takes pride in delivering exceptional support experiences, we want to hear from you. This is more than a support role—it is an opportunity to be part of a movement that is expanding access to career services and changing lives at scale.
Not sure if this is the perfect fit? We welcome general inquiries as well. If arenaflex sounds like a company you would like to join, even if this specific role may not be the right match, we encourage you to start a conversation with us. Whatever skills you bring to the table and whatever background you are coming from, we would love to connect.